Service Leader Data Ocean

Philip Morris International - Kraków, małopolskie

Kraków, małopolskieStałaBe part of the biggest transformation in the history of our company.

The Role

As Service Manager you will be accountable for end-to-end service definition, delivery and management.
You will hold the decision on all service aspect and ensures an optimum delivery and continuous improvement of its services with the primary focus of reaching customer expectations.
You will ensure proper execution of all IPG controls for Data Ocean service. As a Service Manager you will ensure to limit technical debt and improves products reliability monitoring.


  • Establish relationships with the customers, suppliers & internal service partners to ensure alignment of operational plans on service delivery
  • Act as primary escalation point for business users and stakeholders for service issues, including special situations management
  • Coordinate execution of all IPG controls related to Data Ocean service
  • Measure and analyze service quality and initiate improvement plans
  • Work with the development team to remove incidents, deliver new functionalities for data products in scope of service manager
  • Ensure that Change Management process is used properly
  • Participate in creation of SLAs for different Data Products in Data Ocean platform
  • Maintain service documentation (SLA, Wiki for Service Administration, Wiki for Service Continuity)
  • Coordinate incidents dispatching through Jira Service Desk
  • Administrate Jira Service desk project (licenses assignment, user permissions, SLA management)
  • Coordinate all communication to end user community about platform availability, planned maintenance activities requiring downtime

Skills & experience

  • University degree (Computer Sciences, Information Systems, Engineering or equivalent)
  • Experience in Service Management and Planning (preferably for BI solutions)
  • Good understanding of key IT delivery processes and business processes
  • Excellent Stakeholder management capabilities
  • Experience in managing team of experts
  • Strong communication skills and ability to collaborate cross-functionally
  • SCRUM framework appliance

  • private medical and dental care, life insurance
  • subsidized meals in company canteens
  • remote work opportunity and flexible working arrangements
  • employee pension plan
  • multisport program
  • holiday, cultural & Christmas bonus
  • wide range of trainings, optional language classes, further education and professional qualification support possibility
  • free bike and car parking for all employees


PMI is the world’s leading international tobacco company, with six of the world's top 15 international brands and products sold in more than 180 markets. In addition to the manufacture and sale of cigarettes, including the number one global cigarette brand, and other tobacco products, PMI is engaged in the development and commercialization of Reduced-Risk Products (“RRPs”). RRPs is the term we use to refer to products that present, are likely to present, or have the potential to present less risk of harm to smokers who switch to these products versus continued smoking. We have a range of RRPs in various stages of development, scientific assessment and commercialization. Because our RRPs do not burn tobacco, they produce far lower quantities of harmful and potentially harmful compounds than found in cigarette smoke. For more information, see and

PMI is an Equal Opportunity Employer.

Please note that only on-line applications will be taken into consideration. Only selected candidates will be contacted.

Attention - In the recruitment process, legitimate companies never withdraw fees from candidates. If there are companies that attract interview fees, tests, ticket reservations, etc. it is better to avoid it because there are indications of fraud. If you see something suspicious please contact us: [email protected]